Wednesday, October 26, 2005

IKEA sucks - Still banging my head against the wall that is IKEA!

I have resorted to sending IKEA a daily E-mail. It usually has a reference to the latest E-mail from the Web site Customer Service - different from the real "Customer Service" - telling me that they are forwarding my message to "Customer Service" and I should hear back from them soon. At least this time they put a time of within 48 - 72 hours. I am not holding my breath. You'll notice that I have begun to c.c. the President of IKEA Canada. I don't really have an E-mail address for her but figured it couldn't hurt to c.c. her. Having said that if anyone has an E-mail address for her I would truly love to get my hands on it. ;-)

Here is today's version of my daily E-mail to them:
As I have not heard from anyone yet I am sending this again, and will continue to do so on a daily basis until someone from IKEA who can make a decision decides to actually speak to me. I did receive this today, the second such message from your Web site Customer Service:

Hello Mr. Dudley,

Thank you for taking the time to contact us. To help you further in this matter, we have forwarded your message to the Customer Service department of IKEA Home Shopping on your behalf. You will be contacted via telephone regarding case file S1180087 within 48 to 72 hours.

Should you require further assistance with your case, please do not hesitate to contact IKEA Home Shopping by telephone with your file number.

Store phone numbers are available online at:

Best Regards,
IKEA Website Customer Service

I've heard that one before! You know, the one where I am promised that someone will be in touch within 48-72 hours. It's been a month and I'm still waiting for someone to call me! In any event, in case you missed it below is my situation.

On October 21, I spoke with a customer service rep. named Adriane who instructed me to send this info to you in the hopes that I will be given the opportunity to speak to someone who will actually stand behind an IKEA product for more than 45 days. I will not be punished for being an at home shopper. If there was a store here this would not have been an issue as I am sure that when presented with the physical evidence someone there would have agreed with me that this is not acceptable after only three months of use.

I'm not usually driven to demand anything. Yet after the way I have been yelled at, accused of misuse, and generally disrespected not to mention that after only three months I have a broken table, I demand that I am either given my money back or have this faulty piece replaced, at no cost to me.

The way I have been treated thus far has been truly astonishing to say the least. I would have expected more from a company that seems to be so highly regarded and is so successful.

I look forward to seeing where things go from here.

c.c. Ms. Kerri Molinaro
President, IKEA Canada

Have any suggestions about this? Want to share your own horror story? Feel free to leave a comment and I will post it here for the whole world to see.

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